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Scaling With AI: Shifting from Manual Sampling To 100% Call Coverage
Wednesday, April 1, 2026
Table of contents
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Contact centers often struggle with limited visibility into the performance of representatives because manual quality assurance processes review only a fraction of calls. In this session, you’ll learn how we transformed this challenge using agentic AI to automate transcription and apply quality control at scale. Discover how moving from ~1% sampling to near 100% coverage unlocks actionable insights that enable real-time performance monitoring across all calls, targeted coaching strategies based on data-driven trends, recognition of exceptional service that often goes unnoticed, and correlation analysis between call drivers and interaction quality.
Takeaways:
- Gain practical knowledge on implementing AI-driven QA systems and integrating existing rubrics into automated workflows.
- Learn how to leverage analytics to shift from reactive oversight to proactive member-centric excellence.
- See how AI can elevate operational efficiency and customer experience in high-volume environments.
Speakers
Russell Moore
VP BI and Data Analytics
Charles Smith
Director of Data Analytics
Domo transforms the way these companies manage business.
